Own ToDo list or how internally improve the oragnisation?

Of course, a ticket is nice and good and you will be reminded. But there are more things, how would you organize that, for example, a colleague can assign you a task and then you do not forget this.

Own group in Zammad or how?

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I normally use Tickets for this. If not, this normally is a task that lives in my calendar (because it’s some sort of appointment where I need to assign time before hand to have enough of it to handle stuff) or it’s e.g. an Github/Gitlab Todo because of an issue assignment.